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leaky_penguin
Level 2: Rookie

Tophat phone disconnection??

Answered

Hi, first post... I've given up on the call centres and I hear great things about this forum.

 

My house is on a RIM that has recently been upgraded with Tophat on 21 May.  I applied for ADSL on 22 May.  Since then, my phone line has disconnected on two occasions.  First time it was out for 1 or 2 days, then it was fixed.  Now it's out again.  I'm not certain, but it may have something to do with the tophat upgrade?  Perhaps a change of ports?  Or perhaps just a broken line or something? 

 

I tried calling the call centres, but the problem is, nobody has the ability to deal with internet and fixed lines together - you've got to deal with one or the other, but never at the same time.  Extremely frustrating.  And nobody at the call centres have a clue about what the tophat project is about, which makes me seem like a nutcase when trying to explain the situation.

 

Anyway, apparently my ADSL is due to go online on 1 June - I assume they've got an ADSL port all ready for me, otherwise I'm setting myself up for an EPIC disappointment.  Problem is, my phone line is not working and you can't have ADSL without a working phone line, and I don't know whether this has to do with the tophat upgrade or not.

 

Anyone know whats up?

Thx

Thien

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
leaky_penguin
Level 2: Rookie
Accepted Solution

Re: Tophat phone disconnection??

All fixed, a technician has made his changes to the cables and now the fixed line and ADSL are both working.

 

Thx

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8 REPLIES 8
leaky_penguin
Level 2: Rookie

Re: Tophat phone disconnection??

okay, telstra has fixed the fixed line again.  But I'm anticipating a third bout.

 

Are phone line disconnections symptoms of the tophat upgrade?

nelly82
Level 16: Secret Agent

Re: Tophat phone disconnection??

Hi and welcome to crowd support!

 

Have you contacted the faults department on 13 22 03 and requested them to do a line test previously? They should be able to see if its a line issue or an exchange issue.

 

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Level 21: Augmented

Re: Tophat phone disconnection??


@leaky_penguin wrote:

okay, telstra has fixed the fixed line again.  But I'm anticipating a third bout.

 

Are phone line disconnections symptoms of the tophat upgrade?


No. When you say disconnection, do you mean they have to organise a tech to jumper your service back up it or just a lack of service? i.e. a fault.

Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
Ben_F
Community Alumni (Retired)

Re: Tophat phone disconnection??

Thein,

 

You are correct when you say that Internet and Telephony faults are seperate.

 

You need to work on fixing the Phone issue, which should hopefully resolve the internet. Its easier when we make it simple Smiley Happy

 

Can you please perform an Isolation Test:

 

Conducting the Isolation Test

Please unplug ALL equipment currently plugged into all sockets on the line. After disconnecting, wait 30 seconds then plug a standard working phone (preferably a Telstra corded phone) back into the first socket by itself. If the fault is restored, reconnect each piece of equipment on the first socket one by one. If the fault reoccurs it is likely caused by the piece of equipment.

 

 

    Equipment to disconnect may include:
  • Corded Phones
  • Cordless Phones
  • Fax Machines
  • Security Services
  • ADSL Modems

 

 And advise us if this fixes the issue.
B.

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leaky_penguin
Level 2: Rookie

Re: Tophat phone disconnection??

Hi Lathania,

 

Thanks for clearing that up re tophat.  Unfortunately, the line is disconnected again.

 

The phone is now disconnected again.  I don't believe it is my end that is the problem.  The first 2 instances the line was disconnected, Telstra got their technicians on the job.  Soon after the technician was deployed, I received a text message saying the case has been resolved.  So the problem must be on Telstra's end.

 

The fact that the line is disconnected for a third time tells me that the first 2 instances were never resolved.  There must be a issue that is not being resolved.  

 

I've called Telstra up and have vented my frustrations.  They have deployed a 'specialist' technician and have referred my case as 'urgent'.  But I'm seeing the trend now, they will fix it, and it will disconnect again.

 

Very frustrated.

 

Tin

leaky_penguin
Level 2: Rookie

Re: Tophat phone disconnection??

Finally got on to a person at Telstra who knows what's going on.  He even knows about the tophat project!!

 

Apparently, when I applied for ADSL, a technician put me on a new 'path' that enables both ADSL and fixed line (my old 'path' wasn't ADSL enabled').  However, this 'path' was mucked up by the technician - wrong cables or jumpers used.  Sounds like the fixed line problems do relate to my ADSL application afterall.

 

The operator put me back on the old 'path' so at least my phone is now working, but no ADSL.  A specialist technician will be arriving by Thursday to sort out the new 'path'.

 

Cross my fingers.

 

Tin

 

 

leaky_penguin
Level 2: Rookie

Re: Tophat phone disconnection??

Hi Ben,
tried all those things, all I have connected is a corded phone now. The problem is on Telstra's side - apparently the cable connections are a mess. Hopefully will be sorted out soon.
Thx
Tin
leaky_penguin
Level 2: Rookie
Accepted Solution

Re: Tophat phone disconnection??

All fixed, a technician has made his changes to the cables and now the fixed line and ADSL are both working.

 

Thx

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